In just one year, the Un-carrier’s customer service scores jump to the industry’s highest,
and MetroPCS brand maintains leadership streak for the fourth consecutive time
BELLEVUE, Washington—July 31, 2014—T-Mobile US Inc. (NYSE: TMUS) brands today were awarded the highest rankings for customer care performance in their respective categories in the J.D. Power 2014 Wireless Customer Care Full-Service StudySM – Volume 2 and the 2014 Wireless Customer Care Non-Contract Study Volume 2. T-Mobile ranked highest among the four major U.S. wireless providers, while MetroPCS received the highest ranking among non-contract providers in the study … for the fourth consecutive time.
“It’s fantastic that both our brands – T-Mobile and MetroPCS – lead their respective categories in this study. But here’s the really amazing thing – T-Mobile was fourth out of four just a year ago, and now we lead the pack,” said John Legere CEO & president of T-Mobile. “This is a complete transformation. The Un-carrier revolution is real, and it’s changing wireless for good.”
As part of T-Mobile’s Un-carrier movement, the company unleashed its passionate frontline employees – those who talk to T-Mobile customers every day – to simply do what’s right for their customers, and the results are showing. In the J.D. Power study, T-Mobile landed the highest overall index score—well above the average and outperformed all of its competitors in multiple channels, ranking especially high for customer service representative assistance and online assistance.
The J.D. Power study assesses wireless providers through a number of different channels, including live customer service representative assistance, automated response system (ARS), and ARS combined with live customer service representative assistance – in retail stores and online.
The 2014 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 is based on responses from 6,131 full-service wireless customers. The 2014 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 2,518 non-contract wireless customers. Both semiannual studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months. For more information about our performance, visit http://www.jdpower.com.
About T-Mobile US, Inc.
As America’s Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and expanding 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 49.1 million wireless subscribers and provides products and services through 70,000 points of distribution. For more information, please visit http://www.t-mobile.com.
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T-Mobile US Media Relations
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